The posting, in Laurel's own words
archived Oct 19, 2026Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you.
About the Team
Our Customer Support team runs a 24/7 global operation supporting customers at major law and professional services firms worldwide. We have six team members across the U.S., U.K., and Australia, and work with two additional support agents in the Philippines. Our mission is to resolve customer problems quickly and turn what we learn into a better product. We help customers get back to work, share recurring problems with Product and Engineering, and improve the guidance and processes our team uses every day. We also make time to connect across time zones. On “Annoying Ticket Fridays,” we share frustrating tickets from the week and pick one thing to improve so the next similar case is less painful. Our monthly “BARREL OF FUN” calls give us time to play a game or just catch up.
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About the Role
As a Customer Support Associate, you’ll help Laurel customers troubleshoot issues and use the product effectively during your agreed schedule of either 10:00 a.m.–7:00 p.m. or 11:00 a.m.–8:00 p.m. Eastern Time (ET). We’re adding this role to expand late U.S. afternoon and early APAC morning coverage as our customer base grows. You’ll manage customer conversations through email and messaging, with occasional Zoom calls or screenshares. You’ll resolve common problems, document and escalate issues that need additional investigation, and keep customers informed through resolution. You’ll also contribute to documentation and support improvements with guidance from your teammates. You’ll report to Jordan Knott and be paired with an onboarding buddy to help you learn the product and how the team works.